AccountId: 011433970860
ContactId: 51cf8c1e-3793-4217-90bc-c99a372c6514
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162869 ms
Total Talk Time (AGENT): 41275 ms
Total Talk Time (CUSTOMER): 105515 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/51cf8c1e-3793-4217-90bc-c99a372c6514_20250407T18:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] with the care team. I have an insured on hold. Um, I can give you her policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 252-861-9.
[CUSTOMER][NEUTRAL] And it's for [PII], and she said that she called earlier um because she uploaded some claims on the portal a week ago and then she went back into the portal this morning to check and she said that all the documents disappeared and uh she spoke to [PII] in claims this morning.
[CUSTOMER][NEUTRAL] And said [PII] said that she'd call her back once she did some research. Well, I guess [PII] is um in class today and she said that they're basically playing playing phone tag so she wants like an email address or a phone number she can call back.
[CUSTOMER][NEUTRAL] When she gets out of class.
[AGENT][NEUTRAL] OK. Yes, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so she's saying she just wants an email or a phone number?
[CUSTOMER][NEUTRAL] Yeah, yeah, she just wants an email where you guys can go back and forth or or somebody to text her. I know you guys don't really text but um an email would be best.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, so with the email we use is that care team email or the.
[AGENT][NEUTRAL] I believe it's just the main phone number um as well.
[CUSTOMER][NEUTRAL] OK. OK. Can you please
[AGENT][NEUTRAL] That's what we would give out. We don't really have a claims number. I'm sorry.
[CUSTOMER][NEUTRAL] OK, can you please take this call? She, um, I told her I was gonna transfer her over.
[AGENT][NEUTRAL] Sure, do you have the callback number?
[CUSTOMER][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] Uh, no, can I just transfer her over to you? Is that OK?
[AGENT][NEUTRAL] Sure, I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] My name's [PII] from the care team.
[AGENT][POSITIVE] OK, sure, [PII], thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEUTRAL] Sorry, just one second. I'm new, so I'm trying to like I don't see where it says join on here anymore it like went away.
[AGENT][NEUTRAL] Um, that may be because she may have hung up.
[AGENT][NEUTRAL] If it if it no longer shows where you're able to transfer.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Did you, did you get a callback number for her?
[CUSTOMER][NEUTRAL] 00 sorry um I guess if I hang up it'll just join.
[CUSTOMER][NEUTRAL] OK, never mind, she'll be there in just a second.
[AGENT][NEUTRAL] OK.